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Filter 37 vetted Khoros Communities (Formerly Spredfast + Lithium) reviews and ratings
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December 21, 2020
We are using Khoros Communities (Formerly Spredfast + Lithium) for marketing-focused content. We leverage the community features, such as blogs and knowledge-base, to provide useful instructor content and resources. Our published book authors also use the platform to write blog posts on their subjects and to increase their brand. We also use the community to engage instructors in discussions on many topics and to keep them informed about our products.
- The platform is a good tool to build a community site; you can make your community as simple or robust as you want.
- The Khoros management team is really good. I really like the support we have from our CSM. They have programming for clients that I enjoy participating in.
- We really like the community syndication feature where we could create a feed of our community content to our catalog site.
- We also really like being able to feed our product catalog into the community so that we can tag our products in a post on the community and link it back to our catalog site.
- Adjusting to the concept of quilts was a learning curve. Creating layouts was not intuitive and requires some training and practice.
- The admin dashboard could be better by updating the UI so it's easier to use and find the settings you're looking for. Requires training and practice to get used to.
- Bulk archive should be a feature! Right now, it's just a page at a time.
Yes, we have used Khoros Communities (Formerly Spredfast + Lithium) a lot to triage issues we saw from our migration from Jive. As we explore more features and test them, we often find something that we can't figure out, so we open a ticket with Khoros Communities (Formerly Spredfast + Lithium). Depending on the issue, responses could be quick or slow. Our CSM is pretty good at helping us escalate some issues that are urgent. We've used the Professional Services and they were helpful in fixing some bugs with our SSO implementation and user login flow.
March 05, 2020
We are using the Communities to create a positive and encouraging environment for our cx's to visit to gain support for inquires, encourage self serve and share points of views on Rogers products and services
- Provides a great framework on how to manage a community.
- Extensive amount of reporting capabilities.
- Ability to create rewards and or look at trends on how to easily improve expert awareness.
- The ability to change the look and feel without being a Coder.
- Issue Resolution Timelines.
- Integration with business CRM solutions.
We have definitely benefited. Prior to my arrival just under 2 yrs ago. The team had a very solid framework in place to support how Rogers wanted their Community to function. We were able to leverage best in class experiences from the Khoros team on various topics and their flexibility and willingness to help has always been evident. They have supported Rogers in building what has been referred to by Khoros as a VERY healthy community through the years as a result. We have been able to increase our call deflection monthly year over year and increase our overall Cx satisfaction scores.
March 12, 2020
We use Communities so merchants and partners can share, and learn from one another in a variety of languages. Enabling self-service via proactive content, as well as peer to peer support and guidance in our community enables internal teams to capture feedback, identify trends as well as participate whenever possible which helps build trust with our community members.
- Insight - A variety of analytics, and methods to access these details are offered.
- Extensible - Extensive customization opportunities.
- Peer Support - Khoros Atlas is a great learning destination.
- Customization - Opportunities are limited unless you are a developer, or have dedicated developer support.
- Development - Staging/sandbox performance could be improved.
- Campus - Training courses would benefit from a refresher.
We use support for break/fix assistance primarily, opting to use product coaching and peer discussion for strategy and goal planning instead. Professional Services was involved during our large scale migration and was supportive.
We use Khoros Communities to support our prospects and customers on our products. We also use it to power our knowledge base.
- Vision - They have a clear vision of the future and deliver incremental value to their customers.
- Feedback & Voice of the Customer - They listen to their customers and take steps to implement needed feature fixes or innovation to drive customer value.
- Leader - They are a leader in this space. No other platform can come close to the ability to securely scale and power massive communities/page views. This is a strategic advantage for them vs. other smaller / newer players. If you are running a consumer-grade or enterprise-grade community with millions of views a month - you need to be sure you have a platform that will deliver.
We have engaged Khoros professional services to help us with our community integration strategy and execution when our company merged with another company. The talent was superb and their commitment to our success was clearly evident.
March 11, 2020
Our Khoros Community is used across the organization. It is used to provide self-service content, peer-to-peer support, product information and discussions, and more.
- Interaction styles - there are various options available and they function differently enough to be unique.
- User management - you can segment users and assign permissions and access as needed.
- Style - you can use what is out of the box or apply your company's unique branding.
- Content management - although last year there was an overhaul to the text editor function, there is still a lot of room for improvement. We often receive complaints from users attempting to create content in the community. There is also room for improvement in approval workflows for blogs and KBs.
- User permissions - while there are pros to user management, there is still a lot of room for improvement with granular permissions to segment users even more.
- Personalization - serving up content to users that they care about.
We engaged with Khoros Professional Services to help with the launch of the community and updating the styling to match our brand guidelines. It was great to hand them our style guides and not have to employ our own internal resources.
- Online training
- in-person training
March 11, 2020
We use the Khoros to host our peer-to-peer support forum for our customers. It's visited by SAS users around the world to find answers to their SAS usage questions, best practices, and to connect with other users and with SAS experts. Our community helps customers to find answers to their questions so they do not need to contact technical support as often. This self-service provides a better customer experience, and of course, it also reduces support costs for SAS.
- Optimized for internet search (SEO).
- Ease of use for visitors.
- APIs and data access.
- Advanced skills needed to style/customize.
- Need better support for private groups.
- Need to improve timely and comprehensive response to support cases.
A major reason that we partnered with Khoros was their deep expertise in communities. Khoros also hosts its own community ("Atlas") where community professionals can share ideas and practices.
Since our original launch in 2015, Khoros (formerly Lithium) has undergone lots of changes in leadership and personnel. However, they remain good partners with a deep bench of community experts.
Since our original launch in 2015, Khoros (formerly Lithium) has undergone lots of changes in leadership and personnel. However, they remain good partners with a deep bench of community experts.
March 09, 2020
I have used Khoros Communities at two organizations to build vibrant communities of customers, partners, and employees to drive to increase engagement, satisfaction, retention, and a host of other imperatives across the business. The primary use case in both instances was scalable support via case deflection and cost reduction. We then leveraged it across a number of other use cases including learning, innovation, ideation, internal collaboration, and corporate communications.
- Robust - The feature/functionality set is best-in-class.
- Scalable - The platform can handle any volume/size community you can throw at it.
- Extensible - APIs and customization frameworks enable great flexibility.
- Workflow capabilities for things like Knowledge Base and Blogs are lacking (updates have been promised for 2020).
- Minor features that are present in other solutions are missing (although the roadmap pace of releases is picking up).
Khoros' Professional Services team is likely the best in the industry in terms of the quantity and quality of insights and success they can deliver. A team of their experts walk you through the entire launch process and stick around to ensure that you are meeting your success criteria for some time after. They also have a technical team that can help you build customizations, integrations, and do design work if you need it.
The Khoros Community is being utilized across many teams and departments within Qlik, most notably within Marketing, Support, Customer Success, and Product Management. The Khoros Community is utilized as a primary delivery channel or 'hub' that allows us to connect and interact with our many Qlik users and fans across the globe. Being able to connect with our members is of paramount importance - we help them by answering questions and/or address challenges they may be facing -we have teams standing by to do just that.
- The platform has strong capabilities that assist us to drive SEO optimization.
- Analytics. Community Analytics thru Admin Panel and/or LSI is powerful.
- Early Access Programs allow us the opportunity to see what's coming while allowing us to also be part of the process to give our feedback.
- Account Team Coverage. the Khoros Team has always been there to assist us often at a moment's notice.
- Customizations - You will need access to developer resources for sure.
- Content Types - More needs to be done to bring in some of the key functionality that made Jive so great - such as with groups and events.
- UI - need easier ability to manipulate the UI perhaps in a drag and drop capacity.
- Back-end moderation controls - Should not have to buy another package (CARE) to do what we need to do to moderate effectively.
I highly recommend the use of Khoros' Success Services which are points-based professional services 'packages' - it feels like an a la carte menu of options to select from. If you have projects on your horizon there is likely a package you can utilize to help you execute on that project. Offerings range from assessments and audits to execution of deliverables.
I highly recommend a support option that will give you a dedicated manager to assist in managing support cases. This was a challenge for us initially but after upgrading our support we already feel the difference. We consider the Khoros team an extension to ours.
I highly recommend a support option that will give you a dedicated manager to assist in managing support cases. This was a challenge for us initially but after upgrading our support we already feel the difference. We consider the Khoros team an extension to ours.
March 23, 2020
Khoros Community is the backbone of our support forum, which offers peer-to-peer product solutions and engagement opportunities for our users. In conjunction with a dedicated help site, the primary value of these resources is to provide users with solutions without requiring them to open a support case via live channels. The ability to convey information in a one-to-many format is critical to minimizing contacts on other channels while ensuring an excellent experience for all users.
- Highly customizable.
- Strong analytics.
- Excellent SEO optimization and visibility.
- Out-of-box experience isn't ideal for every use case.
- Admin tools can be difficult to navigate.
- Analytics require work on your part; deep insights aren't offered by default.
Our contacts at Khoros have been invaluable to our success. Having a technical account manager means we always have our finger on the pulse of service issues, development challenges, or open support tickets. Our business and marketing contacts put us in touch with other community managers to discuss best practices and keep us informed of new opportunities that might be well-suited to our business. We come up with lots of wild ideas, and our Khoros partners are usually the first place where we go to discuss.
Currently we are using Khoros Communities within our Customer Organization to assist end users in their search for product education, training, support and best practices from others using the tool and from within our organization.
- The Khoros Communities platform has an incredible ability to scale quickly.
- The platform is highly customizable for a unique user experience (with development expertise).
- The Analytics provided by the platform both natively and through APIs are incredibly powerful for data driven decisions.
- The Admin UI has not been updated in over 10 years and begs attention for a better user experience.
- The ability to scale is both a blessing and a curse, as the granularity and complexity of things like permissions can be very difficult to manage.
- Also, the customizability is both great and not great as there's limited changes one can make OOTB without development assistance, despite the 'feeling' that it can be drag and drop.
Only during our implementation phase, which was a positive experience.
March 03, 2020
Khoros Community is currently being used by my organization as a platform to host and operate our own Community forum. This forum is for our users to discuss our products. The Community also gives our internal team key insights as to what our user base is saying and delivering hot topics to key stakeholders. Before we had no 'owned' forum for this type of discussion and now we are able to pull metrics!
- Community Analytics - You're able to pull analytics such as page views, registered users, top posts, etc. which is a great feature for different teams within our organization.
- Helpful staff - The team at Khoros is unbelievable! They have helped me build an amazing Community and continue to answer questions in a timely manner. They also have a great Community, which I explore on a daily basis to help scale my Community.
- Although Khoros continues to provide Product Coaching, I'd love to see a more in-depth approach to coaching after your Community has launched. I think it would be helpful, even if it was a yearly touch base and an in-depth overview of how your Community has performed and make any applicable changes. I.e. My community doesn't really do well with the Gamification. Our users don't necessarily use it. I'd love to talk to a Community Strategist as I did when building the Community to talk about this in more depth and plan accordingly.
My Community team continues to use Product Coaching and the Khoros Community to learn and scale our Community. For example, the other day I posted in the Khoros Community on how to best plan for the new year in regards to Community team growth. Right away, 3 other Community team members replied with their personal experiences and team structure. This type of feedback really helped me with my 2020 plan. It's nice to search within the Community before opening a support ticket as this is a great way to reduce wasted time and learn from others. Int he case you need to open a support ticket, the support feature is directly built-in within the Community channel, so creating and managing support tickets is a breeze.
March 11, 2020
Khoros Communities are being used across our whole organization to be a place for our community members to interact with Microsoft experts, share best practices with the community, to source credible news and information from a trusted official Microsoft source. It is not a place for ticketed support, which makes this community particularly unique. We also identify evangelists and potential influencers based on their interaction in the community.
- Ability to stand up a white-listed community so it presents our brand well.
- Deep customization on components and permissions.
- Access to the Bulk Data API so that we can do deep analysis on metrics.
- API access that allow traffic to community to flow directly from our products.
- Lack of technical expertise across their staff, frustrated with a lack of knowledge about how their products work.
- Responsiveness to requests for answers.
- Lack of connection between their marketing and communities products.
Khoros Community is used as a safe place for members to connect with each other or to have access to ask USAA servicing questions. It helps us educate members while facilitating their financial security.
- Customer service.
- Integration for quick unified social service.
- PII and profanity filters to ensure a safe place.
- Additional features to ensure accessibility requirements are met.
Khoros Support is incredible - I am so pleased with our Customer Success Director who is quick to respond and thorough and thoughtful in the work she provides. Professional services are also a great asset to get a deep understanding of the technology.
September 26, 2018
Khoros Online Communities is being used as a peer support community for anyone affected by cancer. The platform enables any Australian affected by cancer to connect, share experiences and stories, as well as seek information in a safe environment that is moderated by trained health professionals.
The use of Khoros Online Communities complements existing information and support services outside of business hours, connecting people with each other in real-time, regardless of when they seek support or information.
- Privacy - use of usernames and the ability to hide identifying information such as email addresses from public view.
- Accessibility - the site is fully accessible for people of all abilities, across all devices and platforms.
- Community - The width and breadth of the community product is huge, even 2 years on, there are things we have still yet to try out and Lithium are constantly innovating the product too!
- There is always room for improvement on any product, Khoros actively works with its customer community and encourages ideas. They build many of these into their product roadmaps ongoing.
We use Khoros Communities in the wider context of our digital customer help. It allows us to deflect calls into our customer contact centers. It allows our customers a place to discuss our great products and help each other out. We also make use of the space to run product trials.
- Has all the features and discussion styles you could need including standard discussions, knowledgebase, reviews, gamification, Ideation.
- Easy to use analytics built in with downloadable reports.
- Great success services to help make sure you get the most out of the features.
- Need to be quicker at reacting to customer suggestions for product improvements.
- Slight lack of focus on the community part of their product range in the last year or so
- Would benefit from a more transparent roadmap with dates!
August 28, 2018
Originally we started out using Khoros Communities, with our prepaid brands Boost & Virgin, after a very successful launch, we made the decision to move our 12-year-old Sprint Community, over to Khoros. Initially, the primary purpose of all Communities was call deflection. More recently we have begun to use it to improve our customer experience. If you would like more detail, please read about our Social Support success.
- Configurability. There are so many tools, features and functions, that you can easily customize your community to meet your industry needs.
- Ease of use. Out of the box both users and admins can easily begin using the Community, but it also offers more technical options, and training for everything.
- The entire Community is built for optimization, tags, labels, the ability to create custom search, titles, text & canonical URLs.
- Overall I am very satisfied, as with any tool there is always room from improvement or change, every company has specific needs, so these are a couple of things that would benefit me.
- Search. The internal search tool works well, but there is room for improvement. Khoros is currently working on enhancements, so I am looking forward to the new changes.
- Surveys. They have a great survey tool, but I would love to see an enhancement that would allow agents/community managers to respond to customer survey responses. This is probably an industry thing, but our customers tend to use the survey tool as a complaint box.
August 31, 2018
The Khoros platform is used across our entire consumer business. Used initially for its community and p2p capabilities, more recently for its wider CMS functionality. The platform is now used to host our complete help & support site for the consumer business.
- Scalability
- Uptime
- Ability to customise a unique, branded experience.
- Cost, but you get what you pay for
January 20, 2017
The Khoros platform is used across the entire organization - both for external communities and an internal community. It's a great online platform to communicate with our B2C and B2B customers, allow for customer feedback, and test beta versions of our product. It helps give us visibility into the praises and concerns of our customers and prospects.
- Ideation
- Gamification
- A true focus on community
- Price
December 18, 2014
Khoros is an enterprise-grade social community platform, which is most commonly used to allow for interactions between B2B and B2C customers, prospects, and partnering in either a Support (call deflection), Marketing, or Collaboration environment or context. Communities deployed by its customers are predominantly external-facing. The product is modular, so it can be expanded with additional functionality over time. Khoros offers connectors to popular enterprise backend systems, such as Salesforce. Additional connections or functionality can be programmed via APIs. Most customers use professional service organizations to launch Khoros for them.
- Community - it has the robust functionality and all the bells and whistles that customers typically look for
- Out-of-the-box widgets - there are a number of out of the box widgets, such as "Most recent threads" or "Unanswered questions" that can be easily deployed throughout the community. Depending on where you deploy them, e.g., homepage vs. a specific board, these widgets "narrow down" their content based on the context you are in.
- Programmability - well-documented APIs that allow you to custom-program functionality
- Not a knock on the product per se - but each product in this space follows a certain philosophy. If customers don't want to learn that philosophy and thus force-feed Khoros to do something it's not designed, it becomes hard to implement and maintenance heavy. Same is true with Jive and Salesforce Communities
- Design adaptation sometimes requires a lot of custom-programming. This is often caused by designers not fully understanding how communities work. On the other hand, esp. on homepages, in order to draw people in, a mix of content is often the best approach. And that requires at least some custom-programming for Khoros's integrators
August 24, 2018
We use it for a number of products in our group. It allows us to connect to customers; customers connect to us and customers to connect to each other.
- Interactive discussion forums
- Ideas exchange for tracking ideas submitted by customers ; implementation by product team
- Customization to our customers needs
- Direct marketing/nurture campaigns leveraging the software is more challenging than it should be.
November 19, 2013
- Great for reporting on unique visits, views and visitors
- Availability of data by device: Desktop vs. Mobile
- Excellent for reporting and analyzing Community Forum data
- Ability to select date range is not available for all metrics, this makes is difficult and time consuming to report on a specified time period
- Deployment and ease of use have been amazing – day and night vs. Jive. Typically deployment gives you a cringe – absolutely the easiest deployment I’ve ever been a part of.
- Overall layout and design/ flow is a lot easier to manage than Jive. It has a CMS type thing that self-propogates through the entire community. Jive did not automatically propogate.
- Analytics - They have a lot of patented algorithms that help generate key metric indexes. You can compare yourself with other Khoros customers. When you dive in deeper into analytics, Khoros allows you to look deeper into what an individual is doing vs. just a broad view of your community.
- Integration with Salesforce.com
- Content editor for moderators – you need to know HTML for adding custom content. Several editors don’t know HTML and it is hard to get it to look like they want. The WYSIWYG is very limited in the functions that it has. It falls on the site admin to do a lot of the adding of content. The client-side works fine – can format posts however they want.
- Online training
Khoros Communities (Formerly Spredfast + Lithium) Scorecard Summary
What is Khoros Communities (Formerly Spredfast + Lithium)?
Khoros Communities enable organizations to host a space where people find answers, develop expertise, share experiences, and build a brand.
The vendor states that Khoros powers over 400 of the world’s most recognized brands, and boasts 15+ years of experience, a robust feature set, enterprise scale and security, and a dedicated services team who aim to ensure a brand's community will reduce support costs, delight customers, and grow business.
They state Khoros Communities key benefits are to:
Attract more visitors & build trust
- Be easier to find & provide peer validation by hosting authentic conversations on your digital property. Community content can lead to a 48% uplift in organic search traffic and double conversion rates
Accelerate resolution to delight customers while reducing costs
- Create a hub for your customers to connect with experts, learn, and get answers to their questions at any time, in any region. The vendor says users can deflect up to 20% of calls that would otherwise go to the customer service call center.
Innovate faster with constant customer feedback
- Iterate rapidly and uncover new ideas from a dedicated pool of domain experts who are invested in your success.
Deliver expert community management
- Nurture large, engaging communities with the most advanced moderation tools, content management, analytics, and expertise that provide quantifiable business value through customer acquisition, retention, and growth.
Categories: Customer Experience Management, Community
Khoros Communities (Formerly Spredfast + Lithium) Screenshots
Khoros Communities (Formerly Spredfast + Lithium) Videos (3)
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Khoros Communities (Formerly Spredfast + Lithium) Downloadables
Khoros Communities (Formerly Spredfast + Lithium) Integrations
SAP CRM, Salesforce Sales Cloud, Salesforce Marketing Cloud
Khoros Communities (Formerly Spredfast + Lithium) Competitors
Khoros Communities (Formerly Spredfast + Lithium) Pricing
- Does not have featureFree Trial Available?No
- Does not have featureFree or Freemium Version Available?No
- Has featurePremium Consulting/Integration Services Available?Yes
- Entry-level set up fee?No
Pricing is variable based on the needs of the customer.
Khoros Communities (Formerly Spredfast + Lithium) Customer Size Distribution
| Consumers | 0% | |
| Small Businesses (1-50 employees) | 0% | |
| Mid-Size Companies (51-500 employees) | 10% | |
| Enterprises (> 500 employees) | 90% |
Khoros Communities (Formerly Spredfast + Lithium) Support Options
| Paid Version | |
|---|---|
| Phone | |
| Live Chat | |
| Forum/Community | |
| FAQ/Knowledgebase | |
| Social Media | |
| Video Tutorials / Webinar |
Khoros Communities (Formerly Spredfast + Lithium) Technical Details
| Deployment Types: | SaaS |
|---|---|
| Operating Systems: | Unspecified |
| Mobile Application: | Apple iOS, Android, Mobile Web |